Case Study: Japan Airlines enhances the customer travel experience with IBM Watson AI

Japan Airlines onboards AI to change the customer travel experience

Japan Airlines wanted to improve customer travel experiences in a highly competitive airline market by offering more convenient, personalized interactions throughout the journey. To support its growing AI initiatives, Japan Airlines worked with IBM, using IBM Watson AI technology to enhance customer communications and proactively identify traveler needs.

IBM helped Japan Airlines launch Makana-chan, a personal assistant that delivers personalized recommendations and information from the start of the flight search process, beginning with Hawaii as a key destination. The solution helped differentiate Japan Airlines in the market, and more than 80% of Makana-chan users said they would recommend it to others, showing strong customer satisfaction and impact.

Japan Airlines

Takayuki Okamoto

Manager of the Web Sales Department